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It may be necessary to reset the Citrix session if a computer restart does not solve an Accuro issue, e.g. a frozen Accuro window.

When Accuro is frozen please try the following troubleshooting steps.

1. Close Accuro completely - close Accuro application AND the Citrix webpage.

2. Re-open Accuro.

If Accuro is still frozen, forcibly close Citrix in the Task Manager:

1. Click Start.

2. Type in and select “Task Manager”.

3. Under the Processes tab, scroll and select Citrix HDX Engine (32 bit).

4. Click End Task.

5. Re-open Accuro.

If Accuro is still frozen, your Citrix session needs to be reset:

1. With the frozen Accuro window open, click the Icon Tray “up” up arrow (^) located in the bottom right corner of the taskbar beside the time.

2. Locate the Citrix Receiver icon, right-click and select Connection Center.

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3. Select the whole folder (starts with TOR) then click Log Off (NOT Disconnect). If there are multiple folders open, repeat this step.

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4. Close the connection center and re.

5. Re-open Accuro , and it should no longer be frozen.

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